Axa Assistance Co., Ltd.

The Assistant Operations Manager (Medical, Lifestyle, and Quality Assurance) is responsible for assisting and developing a professional Concierge team and Travel Operation team accountable for providing the highest level of customer service to all customers. This role is a key component in driving excellence, in line with customer satisfaction and service delivery. The position will require a passion and knowledge for luxury markets and latest trends in travel, fashion, dining etc. This position will work closely with the Travel Operations Director to ensure consistency across all contracts regarding updates and procedures. This position will lead the quality process assurance for Travel and Lifestyle Assistance services together with Head of Travel and Lifestyle Operations to make sure that the quality of each staffs in the team are accredited and well updated.

Position Responsibilities

Maintain key accountability for team member performance, identifying and developing strengths and opportunities for improvements. Grow, develop the team and motivate individuals.

Manage the Concierge team monthly roster and responsible for first level leave approvals.

Generate and prepare reports on a monthly basis and as and when needed.

Foster a team environment in line with company code of conduct and ensure that overall behavior expectations are met.

Develop a customer service focus environment and to pass on best practice to the team.

Primary point of contact and assistance for team members.

Responding to escalated queries from customers and team members, as the first point of contact.

Ensuring the team meet the Service Level Agreement and exceed customer expectations.

Ability to problem solve in a professional and effective manner.

Managing the performance of the team. Ensuring the team is working to their full productivity and work is distributed evenly.

Actively participate in team meetings and team building activities.

Monitoring the Concierges’ work to ensure adherence to procedures, quality and business objectives.

Provide advice, technical expertise, training and guidance for the team.

Research, recommend, and fulfill on customer requirements, when required.

Assist/participate with recruitment and “day to day” operational issues.